EXIN ITIL 4 Foundation ITILFNDv4 Prüfungsfragen mit Lösungen:
1. Why should a service level agreement include bundles of metrics?
A) To help focus on business outcomes, rather than operational results
B) To ensure that the service levels have been agreed with customers
C) To reduce the number of metrics that need to be measured and reported
D) To ensure that all services are included in the service reports
2. How are target resolution times used in the 'incident management' practice?
A) They are established, reviewed, and reported to ensure that customers are happy with the service
B) They are scheduled, assessed and authorized to reduce the risk of service failures
C) They are initiated, approved, and managed to ensure that predictable responses are achieved
D) They are agreed, documented, and communicated to help set user expectations
3. What should be done to determine the appropriate metrics for measuring a new service?
A) Asking customers open questions to establish their requirements
B) Using operational data to provide detailed service reports
C) Asking customers to provide numerical targets that meet their needs
D) Measuring the performance over the first six months, and basing a solution on the results
4. Which statement about costs is CORRECT?
A) Costs imposed on the consumer are costs of service warranty
B) Costs removed from the consumer are part of service consumption
C) Costs imposed on the consumer are costs of service utility
D) Costs removed from the consumer are part of the value proposition
5. How should a process design allow for exceptional situations?
A) Include all exception steps in the main process
B) Remove the option for process exceptions
C) Create rules to handle exceptions generally
D) Create an additional process for each exception
Fragen und Antworten:
| 1. Frage Antwort: A | 2. Frage Antwort: D | 3. Frage Antwort: B | 4. Frage Antwort: D | 5. Frage Antwort: C |
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